Billing Support Team Leader

Job Description

The Billing Support Team Leader oversees the day-to-day operations of the billing support team. This role is responsible for ensuring customer billing inquiries, invoicing processes, credit adjustments, and account support tasks are executed accurately, timely, and in compliance with internal policies and service level agreements (SLAs). 

Core responsibilities:

• Manage and monitor daily team operations to ensure all customer billing inquiries, ticket queues, and account processing tasks are completed accurately and on time.

• Maintain high quality standards across all client communications, account adjustments, and invoicing activities through regular audits and performance reviews.

• Serve as the primary escalation point for complex billing disputes, contract pricing discrepancies, credit adjustments, and account updates.

• Supervise, mentor, and train local and remote team members on billing systems, processes, company guidelines, and customer service standards.

• Oversee daily case distribution and workflow management within billing software and ERP platforms (such as NetSuite and Salesforce).

• Collaborate with internal departments including Sales, Account Management, Customer Success, and Finance to streamline workflows, resolve client issues, and minimize customer churn.

• Track, analyze, and report key team metrics (such as ticket resolution times, error rates, and volume) to senior management.

• Identify inefficiencies in billing workflows and implement process solutions to streamline operations and enhance accuracy.

• Document standard operating procedures (SOPs) and billing workflows, ensuring all team documentation and training materials remain accurate and up to date.

• Drive continuous improvements in the internal control environment surrounding billing, account adjustments, and revenue reporting.

• Leverage billing and ERP systems to maximize workflow automation and boost overall data accuracy.

• Coordinate onboarding programs for new hires and provide ongoing training to keep the team updated on policy changes and system enhancements.

• Assist with ad-hoc financial projects, system testing, and operational audits as required by business needs.

Qualifications

• Degree in a Business related discipline (Management, Business, Finance) or any equivalent qualification

• 3+ years of experience in billing operations, invoicing, or financial support, with at least 1–2 years in a team lead or supervisory capacity. 

• Proficiency in MS Excel (pivot tables, lookup functions) and hands-on experience with billing platforms or ERP software (e.g., NetSuite, Salesforce).

 Required skills and competencies

The Billing Support Team Leader should have:

• Leadership & Coaching: Ability to guide, motivate, and direct a team to meet operational goals.

• Communication: Excellent written and verbal communication skills across all organizational levels.

• Results & Problem-Solving: Goal-oriented mindset focused on hitting KPIs and resolving complex billing issues.

• Autonomy & Drive: Self-motivated, proactive, and capable of working independently with strong ownership.

• Integrity & Diplomacy: Honest, dependable, and tactful when managing sensitive financial data and client escalations.

• Adaptability: Positive, resilient attitude with the ability to thrive in a fast-paced environment.

Additional Information

Location: Ebene, Mauritius

Starting date: Asap

Position: Permanent (after 6 months probation)

Everyone at EcoVadis contributes to a culture of trust, respect and empowerment. Our growing team in Mauritius is full of talented professionals from various fields who all share a desire to make an impact. We offer competitive salaries and support personal growth from day one with extensive onboarding, mentoring and a brand new e-learning platform bursting with courses and modules so you can learn new skills and fine-tune old ones.

In return for your expertise, we offer:

• Support with all the necessary office and IT equipment

• Flexible working hours

• Wellness allowance for mental and physical wellbeing

• Access to professional mental health support

• Referral bonus policy

• Learning and development 

• Sustainability events and community involvement

• Peer recognition program

• Employee-led resource groups

• Travel/Vacation Grant allowance

• Transportation and Parking Allowance

• Annual performance bonus

• Remote work from abroad policy

• Career Growth Management 

• Hybrid work organization

• Pension contributions and optional private health coverage

• Internet and electricity bill allowance 

• Community service day when volunteering

Our hiring team looks forward to reviewing your CV, in English, with a guaranteed response to every application. A new job with purpose awaits you!

Don’t meet all criteria? Please apply anyway. We welcome diverse candidates and want to assess your skills and potential contribution to EcoVadis, regardless of your background.

Can the hiring process be adjusted to suit my needs? Yes. We want all candidates, including people with disabilities, people with long-term health conditions, and neurodiverse applicants, to feel confident demonstrating their potential. If you require adjustments, such as interview questions in advance, please inform the hiring team.

Our team’s strength comes from everyone’s uniqueness and is founded upon mutual respect. EcoVadis commits to equity, inclusion and reducing bias in our hiring processes. EcoVadis does not accept any form of discrimination based on characteristics such as color, national or ethnic origin, ancestry, citizenship, religion, beliefs, age, sex, gender identity, sexual orientation, neurodiversity, disability, parental status, or any other protected characteristic that makes you unique. To reduce bias in hiring, applicants are encouraged to remove personal details such as photos, marital/parental status, religion, gender, postal code, university name/graduation date, past leave details, and nationality (instead, confirm eligibility to work in the job location).

Our recruitment processes do not include AI systems that make autonomous decisions impacting individuals’ rights without human oversight. Inputs and outputs of the system have been validated by humans and answers are based on algorithms that analyze previous data with which the system has been trained. We use SmartRecruiters as our applicant tracking system and to schedule interviews. Gemini is used to summarize notes from interviews and to refine job descriptions and social media messaging. AssessFirst is used to support talent assessment decisions.